Delegated business owner for 80+ Business ApplicationsManaging a broad range of teams to ensure complex business issues are remediated and evolve systems to support changing operational needs.Alignment and assessment of business systems to support strategic narratives, including working with technical teams to ensure relevant funding modelStandardisation and uplift of business practices across various support capabilitiesEstablishing branch design authorities to support an integrated approach to business system change, enabling dependencies to managed effectively Coaching and uplift of staffing capability to support evolving business needs and changeEnsuring successful delivery of change releases, alignment of strategic capability development and areas have required training and support materials

Successful implementation of the Connected Service Program – Implementation of ServiceNow platform and a large operational section delivering IT Service Management strategy and enabling servicesLed and managed the delivery and technical enablement of the following:Software Asset and Configuration Management - discovery, entitlements, reclamation and CMDBService Management Improvement business intelligence reporting – performance analytics, reporting personas and service levelsRemediation of Service Catalog, Request fulfillment – workflows, provision automation, portal management including widgets, announcements and knowledge basesEstablishment of a body of practice for knowledge management to support the development of ITSM policies, processes and procedures with a structure that ensures they’re reviewed and maintained via automated workflows.Led the consultation and definition of functional design specifications for:• Incident Management including Major Incident• Knowledge, Problem and Change• Event management blue print to enable proactive management of issues detected from alert management• Alignment of process and practice across the organization to deliver future capability that is agile, is able to meet the relentless focus on delivery and can meet strategic objectives including shared service provision.

As an ITIL Practitioner and Service Management professional for many years, I’ve been leading and delivering core Service Management capability in various roles.In my current role as a the Director of Incident Management and Production Control, I strive professional excellence and build capability to enable my teams to achieve outcomes.I’ve have been the lead for the technical negotiations for the Enterprise Service management capability, defining both current and transformational requirements to enable a hybrid Service Integration and Management model (SIAM), driving uplift requirements across multiple IT Service Management disciplines and informing the modernisation plan for the commercial arrangement to support the organisations needs over the next 2 years

Managing the Service Management Office (SMO) to enable the delivery of core capability.Leading a team to deliver which the following framework and work products to enable improved efficiency, effectiveness, control, and insight for ACIC Services.• Incident, Problem & Change Management enhanced capability• Capacity Management framework• Business Service Mappings• Major Incident & Incident Communication model• Service Management & Project Interaction modelThese core frameworks pave the way to ensure that processes, workflow, and daily Service Management deliverables support our business services, business needs and are assessed and optimized for efficiency. Aspects have been embedded to enable the assessment including the targeting of automation opportunities as well as the removal of unnecessary steps in the value chain hindering efficient delivery.

Technical platform lead for the Global Manager of Client Service. Ensuring alignment with Service Management practices and processes during design, implementation and ongoing support.

Service Delivery Manager - Building Service Delivery Capability within DIAC. Driving alignment with Service Management process and the delivery of quality outcomes from IT.

Buliding Continual Service Improvement capability within the organisation. Process Failure engagement, efficiency improvements and process alignment

Building Service Management capability within DIAC, Incident & Problem Management process engineering, service integrator alignment and service level definition. Service Catalogue creation enabling activity based costing.

Clarity Administrator & Clear Quest Administrator - Admin activities, report building and analysis. Schema Management